Summary
Overview
Work History
Education
Skills
Timeline
Generic
Sheena McClure

Sheena McClure

Trenton,KY

Summary

I started at Agero, doing roadside assistance and answering the phones. I quickly progressed to other stages; for instance, I went to the callback team and then Porsche and high-end cars. I then progressed to coaching after two years of being there; I then moved to Momentum Coaching. I then started at Kia Consumer Affairs, doing the anti-theft team. I then moved to ECA Light, which worked more with the client base, and I have excelled there.

Overview

5
5
years of professional experience

Work History

Call Center Representative

Agero
08.2019 - Current
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Streamlined call flow processes for more efficient response times and increased productivity.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

Coach

Agero
08.2019 - Current
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Led by example, demonstrating commitment and professionalism that inspired team members to excel.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.

Kia Consumer Affairs

Agero
08.2019 - Current
  • Listened closely and understood perspectives on consumer issues and created equitable and fair solutions.
  • Streamlined complaint resolution process for increased efficiency and reduced response time.
  • Implemented targeted outreach campaigns aimed at increasing brand loyalty among existing customers.
  • Participated in regular meetings with key stakeholders to review progress towards established goals related to consumer affairs operations.
  • Identified and resolved consumer issues with thorough research and follow-through.
  • Coordinated with legal department on escalated cases, protecting company reputation while achieving satisfactory outcomes for consumers.
  • Contributed to company-wide initiatives focused on enhancing overall customer experience and satisfaction levels.
  • Functioned independently and made empowered decisions that positively affected consumer's experience.
  • Leveraged strong communication skills to effectively mediate between consumers and internal departments.
  • Conducted thorough investigations into complex consumer issues, resulting in effective resolutions and positive outcomes.
  • Enhanced customer satisfaction by promptly addressing and resolving consumer inquiries and complaints.
  • Created and maintained reports and databases to track and evaluate follow-through on consumer affairs issues.
  • Delivered support to consumer relations team regarding daily workload, special projects and key trends.
  • Stayed current on industry best practices through ongoing professional development opportunities, applying new learnings to improve overall customer experience.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Handled sensitive client information with discretion, ensuring confidentiality at all times.
  • Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
  • Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
  • Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Sorted documents and maintained organized filing process.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
  • Maintained a high level of accuracy and speed through continuous self-assessment, surpassing company standards consistently.
  • Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
  • Reduced turnaround time for projects by consistently meeting or exceeding deadlines while maintaining high-quality work output.

Education

Hr [Pursuing] - undefined

Austin peay state University

Skills

  • Problem-solving skills
  • Customer support
  • Data entry
  • Customer service
  • Call center customer service
  • Resolving issues
  • Verbal and written communication
  • Communicating with clients
  • Customer communications
  • Call control
  • Complaint resolution
  • Product knowledge
  • Gathering information
  • Calm disposition
  • Building rapport
  • Inbound phone call management
  • Quality control
  • Data gathering
  • Performance improvement

Timeline

Call Center Representative

Agero
08.2019 - Current

Coach

Agero
08.2019 - Current

Kia Consumer Affairs

Agero
08.2019 - Current

Hr [Pursuing] - undefined

Austin peay state University

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Sheena McClure